We can see the quality of an IT department by looking at their service desk.
It is clear that service isn't important for a department when it has:
- High help-desk employee turnover rate
- Temporary employees
- Low levels of training
- High ratio of employee to managers
But the worst for the users is when agents don't speak the language. User support is a communication role, not a technical role. Customer service skills are twice as important a technical skills for satisfaction. Yet, we still see IT departments that hire agents that can barely speak english.This is a major cause of frustration and dissatisfaction amongst users.The short term benefits of hiring sub-par agents are quickly lost. The increased number of calls, reduced credibility and loss of business value remain long after.